Company Culture:

At our company, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders while fostering a culture of trust, respect, and accountability among team members.

Job Description:
ICANotes is seeking a dynamic and experienced Implementation Manager (Plus) to lead our ICANotes Plus implementation team. This role is pivotal in ensuring smooth transitions for new customers and those migrating from the classic ICANotes program. The ideal candidate will possess strong organizational skills, a passion for customer success, and the ability to refine and optimize implementation workflows in a fast-paced, customer-focused environment.

Key Responsibilities:

• Implementation Oversight:
• • Partner with Sales/CS to ensure identified candidates are migration eligible (if applicable)
  • Actively participate in customer implementations, providing hands-on guidance for both new customers and those transitioning from the classic ICANotes program.
  • Track customer touchpoints in Zoho and liaise with other internal teams to ensure milestones are met
  • Serve as the escalation point for complex implementation challenges.
• Process Development:
• • Design, refine, and implement workflows to improve the efficiency and effectiveness of the implementation process.
  • Collaborate with cross-functional teams (e.g., product, support, training) to identify and resolve process bottlenecks.
• Customer Success:
• • Ensure a seamless and professional onboarding experience, addressing customer concerns promptly and effectively.
  • Monitor and act on customer feedback to enhance implementation quality and satisfaction.
• Reporting and Accountability:
• • Track and report implementation progress, success metrics, and challenges in regular meetings and to leadership.
  • Ensure implementation timelines, quality benchmarks, and customer satisfaction goals are consistently met.
  • Develop a handoff process for post go live customers to transition to the Account Management team.

Key Objectives:

1. Assist key groups in the transition from the classic ICANotes program to ICANotes Plus with minimal disruption. Assist key net new groups on the implementation of the Plus product. Use Zoho CRM as a centralized tool for project management objective and milestone tracking. Identify and report on blockers or dependencies in the process.
2. Optimize implementation workflows to improve efficiency while maintaining personalized customer care.
3. Achieve measurable customer satisfaction goals during the onboarding and post-implementation phases.
4. Actively engage in implementing customer groups while liaising with all internal stakeholders.

Qualifications:

• Proven experience managing implementation processes, preferably in SaaS or healthcare technology.
• Demonstrated success in leading and mentoring teams to achieve business objectives.
• Strong problem-solving and organizational skills with keen attention to detail.
• Excellent communication and interpersonal skills to foster strong relationships with customers and internal teams.

Plus Product certification required within the first 60 days of employment
Base compensation with additional bonus eligibility based on KPIs.

Benefits for full time domestic employees:

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company) and long-term disability
• 401(k) and employer-matched retirement plan
• Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA